Escalations Consultant at Discovery Limited

Key purpose

• Assisting the Relations Specialists in resolution of escalated complaints and queries

Key Outputs

• The successful applicant will be responsible for but not limited to the following broad job functions:
• Resolution (telephonically, via e-mail/letter and on a face to face basis) of escalated complaints and queries in a professional manner that is consistent with Discovery's philosophies and values.
• Listening to pre-recorded calls to determine the content of telephonic conversations when assessing the validity of a query.
• Keeping accurate and comprehensive stats on a daily, weekly and monthly basis to determine service failure trends and recurring problems. Identifying and proposing solutions and improvements to processes and procedures to prevent the problems from recurring.
• Build and establish relationships at all levels with external partners and internal departments (including franchises, Brokers and Members) so as to ensure that timeous resolutions are found to any problems that may arise.
• A thorough understanding of the relevant Discovery Insure, Health, Life, Vitality and Discovery Card   products.
• Liaising internally with the staff and management of the relevant departments within Discovery Holdings.

Personal attributes and skills

• Have sales ability and be persuasive
• Be friendly, sincere ,confident ,courteous and positive
• Be self-managed
• Have excellent administration skills and be extremely organized
• Have the ability to deal with change
• Be able to maintain confidentiality
• Have excellent  telephone skills
• Have excellent verbal and written communication skills
• Be self-motivated and pro-active
• Be able to prioritize , work under pressure and manage deadlines
• Be a team player
• Be resilient
• Be service orientated and customer focused
• Be results driven
• Conflict management skills
• Attention to detail
• Willingness to take initiative

Qualification & Experience

• Matric
•  Excellent English and Afrikaans spoken would be beneficial
• Good Excel and Word skills
• Wealth management advantageous
• 30 + FAIS Credits Advantageous
• RE5 Advantageous
• 3yr + Experience in Client Services/Complaints handling/CRM office

EMPLOYMENT EQUITY   
                             
The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.